Kemin Industries Customer Service & Planning Manager in Herentals, Belgium
The Customer Service & Planning Manager her/his main objective is to improve the customer experience by handling the entire customer service & planning process. This person is responsible for coordinating the customer service & supply chain planning within the EMENA region and will be based in the headquarters in Herentals, Belgium. The principal purpose of this position is to align all external customer needs with sales, marketing, finance, R&D, QA/QC, purchasing, manufacturing and logistics. The Customer Service & Planning Manager should optimize the customer service experience by coordinating the requirements of all these functions. He/she shall be a key contact point between Kemin and external customers and will manage a team of Customer Service and Inventory Specialists (based in the EMENA HQ or locally).
Develop and responsible for alignment of the process
Manage the entire order process
Implement service guidelines
Analyze different product groups and region specifics to adjust flexibility
Develop systems and procedures to consolidate relevant up-to-date information, making this available where needed (CRM, Inventory, historical data, forecasts, …)
Supply chain planning
Lead consensus meetings with sales/marketing to align inventory with forecasts and production capacity.
Steer the planning team to secure a smooth day-to-day supply in short connection with logistics and production.
Align the external customer needs with the internal customers. Coordinate the communication between all functions.
Handle customer questions and complaints
Register customer complaints correctly as a first customer point of contact, direct this complaint internally and follow up until the complaint is resolved
Analyze complaints and take proactive actions to prevent these
Manage all customer service questions related to products, services, etc. correctly and within 24 hours.
Increase customer satisfaction
Conduct customer satisfaction surveys when needed and suggest improvements when needed
Collect and analyze customer related information and recommending potential products or services
Visit customers or sales offices in the EMENA region when required to improve the relationship.
Bachelor’s degree with more than 5 years of relevant experience, preferably in a customer service or supply chain position
Change management experience is an asset
Experience in an international environment
Strong management profile (3 direct and 11 indirect reports)
Excellent customer service, interpersonal and communication skills
Fluency in English is required, knowledge of any other languages is considered a plus
Job ID 2017-4810
Posted Date 6/30/2017
Position Type Regular Full-Time